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Crisis Communication

Crisis Communication. COMM 301 Karie Evans, Emily Packer, Gabby Solamon, Mike Williams. What is a Crisis?.

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Crisis Communication

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  1. Crisis Communication

    COMM 301 Karie Evans, Emily Packer, Gabby Solamon, Mike Williams
  2. What is a Crisis? “An organizational crisis is a specific, unexpected, and non-routine event or series of events that create high levels of uncertainty and simultaneously present an organization with both opportunities for and threats to its high priority goals” - W. Timothy Coombs
  3. The Conflict Management Life Cycle 1.) Proactive Phase 2.) Strategic Phase 3.) Reactive Phase 4.) Recovery
  4. Influence of Public Relations Focus to prevent a crisis Reduce conflict Restore image Determine the stance an organization will take toward each public or stakeholder involved in situation
  5. Strategies for Responding to Crisis Attack the accuser Denial Excuse Justification Ingratiation Corrective action Full apology
  6. Industry Trends Crisis teams include CEO Head of PR Managers of Key Departments Safety/Security Officer Company Lawyers HAVE A FACE
  7. Be PREPARED Be AVAILABLE Be CREDIBLE
  8. In the news
  9. Case Study
  10. “Penn State Sex Scandal” Facts: March 2, 2002 - Mike McQueary reports to head football coach Joe Paterno that he witnessed the rape of a 10-year old boy by Jerry Sandusky in the showers of one of the Athletic Buildings. March 3, 2002- Joe Paterno reports the incident to Penn State’s athletic director Tim Curley who amounted the incident to “horseplay”, notified Second Mile about the incident and took Jerry Sandusky’s keys. Law Enforcement was not notified. 2008 - Second Mile boy reported being sexually abused by Sandusky to his mother - she notified police, investigation ensues December 7, 2011 - Sandusky is arrested
  11. How did the Sandusky trial turn into the “Penn State Sex Scandal”?
  12. The PSU “Conspiracy” Michael McQueary testifies in court anonymously "a naked boy, Victim 2 ... with his hands up against the wall, being subjected to anal intercourse by a naked Sandusky. The graduate assistant was shocked but noticed that both Victim 2 and Sandusky saw him. The graduate assistant left immediately, distraught." PSU cuts ties with case
  13. Image Perception PSU transforms from a school centered around football to a school willing to cut the football team and its legacy for social responsibility.
  14. Protest continues today... Protest continues today...
  15. NCAA Reacts “It’s not the Death Penalty, but as previously speculated, some of the sanctions might as well be.” -NBC Sports $60 million fine, funds go to external programs for child abuse 4-year postseason ban All wins from 1998-2011 vacated (111 wins) Reduction of20 total scholarships each year for a 4-year period NCAA can investigate program after criminal proceedings Penn State athletes allowed to transfer wherever they like without penalty
  16. NCAA Press Release July 23, 2012 “By perpetuating a “football first” culture that ultimately enabled serial child sexual abuse to occur, The Pennsylvania State University leadership failed to value and uphold institutional integrity, resulting in a breach of the NCAA Constitution and rules. The NCAA Division I Board of Directors and NCAA Executive Committee directed Association president Mark Emmert to examine the circumstances and determine appropriate action in consultation with these presidential bodies.”
  17. PSU Remains Humble Center for Protection of Children at Penn State Hershey Children’s Hospital Sexual Assault and Relationship Violence Hotline at 800-550-7575 Dozens of new employees, staff trainings, report training, donations, etc. October 2012, the University host the Child Sexual Abuse Conference November 2012, Network on Child Protection and Well-Being
  18. Progress Applicants increased 4% 8 withdrawn applications Ms. Rohrbach, executive director of undergraduate administration “We kept thinking, ‘What are we going to say?’ But the people who came were almost empathetic. They didn’t want to talk about the story.” Donations over $208 million Dedicated Alumni 5-Star Recruiting class: 2010 (26 players) vs. 2012 (12 players)
  19. PSU Fans For Life Scott Kennedy, director of scouting for Scout.com “Coaches come and go, players come and go — the fans are there for life.”
  20. Works Cited "Analysis: Malaysia Airlines." PR Week. N.p., n.d. Web. 26 Mar. 2014. Coombs, W. T. (2007). Ongoing crisis communication: Planning, managing, and responding. Thousand Oaks, CA: Sage. CNN Library. “Penn State Scandal Fast Facts.” CNN. Oct. 2013. Web. 24 Mar. 2014. “FAQs.” Penn State. n.d. Web. 20 Mar. 2014. Huguenin, Mike. “Year-by-year look at 5 star college football recruits.” National Football League, Feb. 2014. Web. 26 Mar. 2014. Wilcox, Dennis L. & Cameron, Glen T. Public Relations Strategies & Tactics. 10th Edition. Boston: Allyn & Bacon, 2011. Print.
  21. Works Cited Armas, Genarco. "Penn State Donations Hit 2nd Highest Mark Despite Jerry Sandusky Trial, Joe Paterno Firing." 9 July 2012. Huff Post: College. 25 March 2014. CityPortals. "State College, PA - Penn State Football." 2012 Recruiting Class. 25 March 2014. Jr., Don Van Natta. "The Whistleblower's Last Stand." 4 March 2014. ESPN. 25 March 2014. Kercheval, Ben. "Penn State Gets Fined, Postseason Ban, Scholarship Reduction." 23 July 2012. CBS Sports. 25 March 2014. Ruiz, Rebecca. "Despite Scandal, Applications to Penn State Rise." 30 Nov 2011. TheNew York Times. 25 March 2014. Stuetz, John. "Penn State Football: National Signing Day Brings End to Open Recruiting Season, Relief to Several Former Vandy Commits." 4 Feb 2014. TheDailyCollegian. 25 March 2014.
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